The company surveyed 280 Americans ranging from 18-65+ years old who shared their experience about customer service during the pandemic
According to ArenaCX, people have become more intolerant and skeptical of the recorded “unusually high call volume” messages. In fact, nearly 50% of respondents are not entirely convinced the automated voice recordings are truthful.
Further results revealed that over 50% of Millennials and Gen Zers would rather get their teeth cleaned over dealing with customer service. When faced with poor customer service, consumer frustration generally results in lost sales as another finding showed that nearly 70% of people of all ages have abandoned a brand after a negative customer experience.
The report has revealed that over 80% of the respondents have experienced higher than normal wait times when put on customer service hold. Meanwhile, nearly half of those respondents refused to continue to wait for a representative upon receiving messages of “unusually high call volume.” Every abandoned phone call is a lost brand opportunity to connect with customers in need.
According to information, the reliance on e-commerce and on-demand services is unlikely to waver. For instance, 64% of respondents who have been shopping more online since the start of the pandemic stated they will continue to sustain increased levels of online shopping long after the nation achieves herd immunity.
Besides, 56% of respondents said that they would be willing to pay a premium price for a product if it meant a company could ensure outstanding customer support.
We’ve reported that nearly 3/4 of eBay sellers started embracing recommerce.